Shipping, Returns, Exchanges, Cancellations & Customer Policies

Returns and exchanges are accepted within 15 days of delivery
All returns and exchanges must be submitted through our returns portal — we're not able to process returns manually through email or chat
Products must be unopened and eligible for return or exchange — once a product has been opened, it is not eligible for return or exchange
Return shipping costs are the customer's responsibility unless applicable package or return protection was purchased at checkout
Returned products are inspected upon arrival before a refund is issued
Refunds to the original payment method typically reflect within 5–7 business days, depending on your bank's processing time
If a product arrives damaged, please contact us within 2 days of delivery — damage to the outer shipping box or packaging alone does not qualify as product damage
All digital products, online courses, eBooks, tutorials, mentorship programs, and other digital content are non-refundable
The Korean Lash Lift Kit + Course is non-refundable, non-returnable, and final sale because it includes access to an online course

Start a Return:
https://www.lannalashes.com/apps/returns

Exchanges follow the same eligibility requirements as returns — products must be unopened and the exchange must be requested within 15 days of delivery
All exchange requests must be submitted through our returns portal
Opened products are not eligible for exchange
If you received the wrong item, please contact us with a photo of your packing slip and the items received — fulfillment errors made by Lanna Lashes will be corrected at no additional cost to the customer

Subscriptions must be canceled before the applicable billing date — cancellation requests received after billing may apply to the following billing cycle
Mentorship subscriptions are digital products and are non-refundable
Subscription billing dates are reviewed before cancellation requests are processed

Standard order processing time is 5–7 business days, separate from shipping/transit time
Shipping times shown at checkout begin after your order has been processed and handed to the carrier
Selecting expedited shipping, including 1-day shipping, does not expedite order processing
During sitewide sales, Black Friday, Christmas, holidays, or other high-volume periods, processing may take longer than usual
Orders cannot be combined after they have been placed, even when submitted only minutes apart
Orders cannot be edited or cancelled after checkout
Discount codes cannot be added to an order after checkout — if a code isn't working, please contact us before completing your purchase

Once a package has been handed to the carrier and tracking has been provided, shipping-related issues should first be addressed directly with the carrier
If a carrier marks a package as Delivered, Lanna Lashes is not liable for lost or stolen packages — please contact the carrier directly to open a claim
Once a claim has been filed, our team is happy to review the claim details and assist with next steps
We recommend adding package protection at checkout to simplify the claims process

File a Package Protection Claim:
https://customer.savedby.io/

If your shipment arrives visibly damaged due to carrier handling, please contact the carrier directly to file a claim — Lanna Lashes is not responsible for damage that occurs while a package is in the carrier's possession
If package protection was purchased at checkout, you can file a claim directly through our package protection claims portal

File a Package Protection Claim:
https://customer.savedby.io/

If a package is returned to Lanna Lashes by the carrier, our team will contact you to confirm your shipping address — we'll make two attempts, approximately one week apart
If you'd like the order shipped again, additional shipping charges will apply
If we don't receive a response after both attempts, the order will be refunded
Tracking information is reviewed before any refund or reshipment is processed

Customs duties and import taxes are calculated and collected at checkout when applicable, based on the destination country's customs and import regulations
While we aim to collect applicable duties and taxes at checkout, Lanna Lashes cannot guarantee that additional customs, import, carrier, brokerage, or government fees won't be assessed after purchase — any such fees are outside our control and are the customer's responsibility
Lanna Lashes is unable to waive, reimburse, or guarantee the amount of any additional fees assessed after checkout
We recommend checking with your local customs authority before placing an international order if you have questions about potential import charges
Unexpected customs or shipping fee? Email contact@lannalashes.com and we'll review the order and help determine what the charge is, though we may not be able to remove or reduce fees imposed by third parties

Orders shipping to Hawaii and U.S. territories may experience extended carrier transit times — in some cases, delivery can take up to one month
Carrier transit times are outside of Lanna Lashes' control; questions or complaints about delivery timing should be directed to the carrier handling the shipment

Online pickup is not currently available as a checkout option
Customers are welcome to shop in person Monday–Friday at our Miami-area headquarters, or contact us ahead of time so we can prepare an order for checkout upon arrival

A Purchase Order (PO) is required for wholesale and bulk orders
Wholesale pricing, custom kits, and partnership terms are handled individually for salons, studios, schools, and other approved partners

Our Customer Experience Team is happy to help.

Email: contact@lannalashes.com
Hours: Monday–Friday, 9:00 AM–4:30 PM EST